The diagram below shows how each of the independent learning units is linked to a particular skills course.

It is recommended that you complete the relevant Independent Learning Units prior to attending the associated skills course. The information in the Independent Learning Units is built upon in the skills courses and if this learning has not been completed in advance you may not get the most out of the course.

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Dealing with Difficult Situations

Identify the main reasons why adults disagree and describe the steps that should be taken to manage a dispute between adults, including possible solutions.

Describe ways in which conflict and the escalation of disagreements may be prevented and detail the places where written and personal support and advice may be obtained in the management of adult disagreements.

Outline the complaints process.

Outline the situations where the suspension/cancellation of an adult appointment would be appropriate and explain the suspension process.